Chat Support for better SX

  1. Make it easy for shoppers to locate chat support. 
  2. Curate the content and tone of the messages on the chat
  3. If using a bot with a limited set of learning and response options, allow shoppers to either seek manual help through the bot in one of the options or leave a message with the promise of a time bound response
  4. Allow shoppers to easily screenshot and upload files.
  5. Allow shoppers to keep chat windows open or updated in multiple tabs or windows
  6. Train the chat support executives to provide accurate responses as much as possible
  7. Establish chat support ratings and feedback by shoppers to incrementally improve support.
  8. Use intel and analytics from chat to improve visual merchandizing, information discovery, store layout and product search terms and results. (whatever led them to chat in the first place)

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